The Healthcare Library’s Standards of Service

The Healthcare Library of Northern Ireland has since 2018 been committed to ensuring a consistent and excellent delivery of service through a range of 18 service standards broadly covering the following service areas:

• Your time… is important to us 
  
• Your Library space… In person and online 
  
• Your subject… supporting study and research 
  
• Your support… We’re here to help – just ask 

The purpose of our Standards of Service is to provide a measurable performance level to guarantee that the Library will meet customer needs. Examples of these Standards include a set response time for an enquiry, a commitment to supplying interlibrary loan requests within a certain period and simply ensuring that our Healthcare Library customers are happy with our library environments. All but six of our Standards of Service have a target of 100% which demonstrates that the Library is striving to provide the best possible service.

All library staff are responsible for ensuring that the provision of service meets set targets and, each year, the Library reviews its customer-focused service targets and we publish our performance against these targets. As part of this process, we would like your input – if you have any feedback or comments on our Standards of Service please let us know via our  
Customer Feedback Page.

We are particularly interested to hear if you feel that there are important areas of service delivery on which we should focus or whether our targets meet your needs